Alterna CX Customer Experience Management Solution Introduction Document

Transcription

1 Alterna CX Customer Experience Management Solution Introduction Document August 2018

2 Alterna in brief End-to-end customer experience solution portfolio ALTERNA CX: SOFTWARE to manage and improve customer experience + PROFESSIONAL SERVICES to maximize the impact of Alterna CX implementations BANKING & FINANCIAL SERVICES E-COMMERCE RETAIL Alterna CX implementations 4 of the top 10 Turkish banks 4 th largest Japan based insurer Leading brokerage house in India Top e-commerce company Large digital loyalty program Largest home improvement retailer in Turkey 2

3 Our contributions to customer experience and digitalization 3

4 Our impact to date Retail, SME and Digital Experience Measurement Top 3 Bank with 20+ mio customers Transactional NPS surveys triggered from 1.5 mio transactions every day AI powered text mining for survey text comments and Social Media employees use Alterna CX everyday to track performance Scores linked to performance system Transactional NPS Program Top 4 Insurer based out of Japan Claims and 3 rd party services focus: 20 + touchpoints Enterprise performance management 9 points increase in NPS in 1 year 20% higher policy renewal rate for promoters Transactional NPS and Market Research Top 10 bank, part of BNP Paribas Group Omni-channel data collection through CATI, SMS, IVR and Design, test and distribution of ad-hoc market and customer research Use of feedback to optimize campaigns 4

5 Our solution: Alterna CX Real time voice of customer listening from multitude of sources CUSTOMER SURVEYS about their specific interactions BUSINESS IMPACT TRACK AI algorithms for analysis and real-time insights on customer experience Improvement actions and results measurement 5

6 How it is different? Customer experience challenges addressed by Alterna CX LISTEN to what customers really think about the company 1 Most banks today Offline research and surveys Small samples Anonymous customers Dependent on single source (i.e: surveys) What Alterna brings Ongoing & real time listening Leverage of full data Known customer and transaction based Multiple sources (text, event, survey) UNDERSTAND their feedback for max impact Single channel view of customer experience Insights in a few silos Reporting satisfaction via surveys View of total customer journey Role based dashboards for every employee Predicting satisfaction with analytics PROACTIVELY TAKE ACTION before they leave A few improvement actions Limited engagement Accountability at HQ or unit level Action focus integrated to CRM and other systems Customized progress and alerts Tied to performance management Source: 1 Bain & Company and Satmetrix Study found that 80% of companies say they deliver superior experience, only 8% of their customers agree

7 Channels Our value proposition with Alterna CX: Alterna CX listens to customer experience real time across different customer journeys and touchpoints Example sample feedback collection channels Retail Customer Journey and Transactions (Sample Product: Account opening) Interest Account opening Usage Get support New need Example Close account/exit Branch Representative understands needs and provides helpful advice New account transaction takes a long time Internet branch Finding information on the web site is difficult Required information is long and confusing Mobile app Initiates account opening on the app Asks for additional assistance on the app Call center I explain the same issue to different agents Feedback is received and action is taken! ATM 7

8 gathered insights are analyzed and shared in role based dashboards Organizational Levels Example Top Management Customer Experience & Digital Teams Branch and Call Center Managers Branch and Call Center 9

9 text based data including survey feedbacks and social media data is analyzed real time for emotions and topic classification through machine learning models Emotion Analysis Topic classification

10 alerts are triggered from text analytics or low satisfaction scores and automated tasks are assigned to run continuous improvement Moving around and finding information on the web site is difficult New account transaction takes a long time Product / process / channel based actions Specific customer based actions 1 20% of the customers provide low scores for interest journey within a month on the internet branch 1 Customer provides an NPS score between 1-3 for e-support experience 2 Alterna CX triggers the pre-determined process alert 2 Alterna CX triggers the customer based action alert 3 4 «Determine the problem and improvement areas» task is assigned to Digital Channels Team If task is not completed, task is escalated to the Director 3 4 «Contact customer and find root cause of the issue in 24 hours» task is assigned to Outbound Manager If task is incomplete, «Apologize to customer and refund transaction fee» task is assigned to the Call Center Representative with a 2-day deadline 10

11 How it may work? 1 DESIGN Critical transactions across customer journeys selected from Alterna CX 2 3 Measurement mechanic and A customer experiences the channels are activated selected touchpoint e.g.: mortgage application from branch 4 LISTEN Transaction specific survey is triggered on Alterna CX and customer feedback received on real time basis Running «Continuous Improvement Loops» with Alterna CX 8 Automated tasks are assigned and teams run huddles to facilitate improvement 7 Alerts are triggered across to specific employees based on specified rules 6 Text analytics algorithms classify open text feedback into actionable buckets and marks sentiment 5 Collected feedbacks are analyzed and instantly reported on multi-level dashboards Rvey ACT ANALYZE

12 Alterna CX benefits Systematic learnings from customer feedback and constant improvement impact on business results Revenue per Customer Renewal Customer Satisfaction Transaction Volume & Frequency Continuously improving customer experiences Customer centric cultural transformation mobilization Seamless omni-channel experiences Customer insights for innovation and investment Complaints Average Customer Tenure Source: Bain & Company 12

13 Why Alterna CX? SINGLE PLATFORM one platform to manage customer experience everywhere AI BASED LEARNING customer experience focused text analytics ENTERPRISE GRADE SOLUTION Trusted by banks, insurers and retailers with millions of customers TOOL FLEXIBILITY with both on-premise and SaaS implementation RAPID IMPLEMENTATION ready product and minimum IT resource effort END TO END SUCCESS MANAGEMENT dedicated resources for pre and post implementation success 13

14 For further information please contact us